. An engineer was booked for Monday morning. Delayed repair following a total loss of service . Openreach Repair Telephone Faults Cost Example: Updated 01/04/13. Find useful FAQs to help you if you have a query about a broadband fault. The Citizens Advice agency has described the broadband market’s current compensation system as being “ deeply unfair ” after it revealed that Openreach ( BT) had failed to complete over 20% of repairs (364,000) and 6% (281,000) of installations on time between April to September 2016. 5bn of public money it has promised by 2025 to spur investment in rural fibre coverage. How long should it take to fix a fault? There are different guarantees depending on your broadband service level. 66 – so £9. Make sure the line sounds clear with no crackles. 33 compensation if it hasn't been fixed by midnight on Wednesday. @mc321 If you was supposed to get a fix done by Openreach that is not happening today or Monday due to strike action, this is why Sky have changed the date to get your fault fixed. | Read 20,621-20,635 Reviews out of 20,635If you can, gather as much information as possible including any vehicle registration numbers. e. Check for loose cables. Hi smiddy1968, I've logged this over to our network team for further investigation. If they find faults, they have to pay for the repairs. You then say you have 36Mbps Turn the Openreach fibre modem's power off, then back on and wait five minutes for the Openreach fibre modem to attempt to reconnect. 3 months down the line (no pun intended) , and as luck would have it I checked my bank statement today (Feb 20th 2019) only toOfcom’s 2016 Strategic Review deal with BT set out to resolve all this via an enhanced Duct and Pole Access (DPA) approach. Wipe one end, plugs the other/ A clip joint is just a new fangled plugs expanding really. Coincidentally, on 17th July another Openreach engineer fixed a neighbour’s line fault and the cynical amongst us might suspect that the engineer just swapped a good line (i. . 10 This performance is particularly important across the following services provided by Openreach: a) Repairing faults – when a fault originates in Openreach’s fixed access network, retailIf the bridge tap is before the master socket then it is Openreach who have the responsibility to remove it. And yes I know phone lines aren't guaranteed to be fault free 24/7-365. Openreach looks after 192 million kilometres of network cable, 110,000 green cabinets, and 4. What Makes BT Openreach So Special? There are a few things that make BT Openreach stand out from the competition. That's £9. Test your broadband speed with the UK's most accurate broadband speed testing tool. You then say you have 36MbpsDo you agree with Openreach's 4-star rating? Check out what 5,639 people have written so far, and share your own experience. If real unlucky, the lead in to your property is borked, and will require replacing. 0 Likes. wrote: Lol just had a text from sky saying problem has now been fixed. Openreach will attempt to fix the fault by working in the network. . According to In Your. Landline and fixed [or home] broadband providers offer a priority fault repair service for customers. 2. 2. And it took us 3 weeks for them to fix our home one because their engineer messed up the setup (literally didn't have internet) and they refused to fix unless we paid £99 for the engineer. Chatterbox. The cables connected to your modem and fiber optic terminal box or indoor optical outlet (the small white box attached to the wall) probably became loose. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. Report post. @mc321 If you was supposed to get a fix done by Openreach that is not happening today or Monday due to strike action, this is why Sky have changed the date to get your fault fixed. The official line is that you must call in Openreach to fix it. Once it gets to 3 repeat reports in a rolling 30 days it will get escalated and give the attending engineer more time to work on the issue and will go to more experienced engineers. Are you seeing slow speeds over WiFi ? Thanks Karl. even though there have been significant and long lasting impacts on Openreach and. Technically, You Have Damaged Openreach’s Infrastructure. Openreach failing to respond or fix fault. The quickest way to contact Openreach customer support is through the live chat icon, Eiva, on the website. BT aims to fix faults by-Standard: Monday to Friday (excluding Bank and Public Holidays) Monday to Friday 8am to 6pm: 4 Hours* By the end of the second working day after which the fault was reported : Prompt: Monday to Saturday (excluding Bank and Public Holidays) Monday to Saturday 8am to 6pm: 4 Hours* End of the next working day: TotalOpenreach Phone Number 1. Total Cost: +Vat Depending On how Long it takes and what parts are used Min Visit Charge £130. wrote: Think openreach and sky need to communicate better with each other and the customer Unfortunately communication between Openreach and theirDo you agree with Openreach's 4-star rating? Check out what 21,050 people have written so far, and share your own experience. dContact Helpdesk Option 1 for orders or information on PSTN faults [email protected] taking that as an example there are only three possibilities: £500K+ is more than openreach would charge and is excessive - not openreach's fault. e. In contrast, a fibre broadband service delivering up to 74 Mbps close to the street cabinet may deliver a speed of 20 Mbps or less if you are situated a significant distance from the street cabinet. Therefore, anything in this blog from this point on should be read as hypothetical. Sync 71288/12440Kbps @ 600m. The red LOS ( loss of signal ) basically means that there is no light being received, so no optical signal , this could be either a fault , or the service has never worked, if you had previous seen the green PON light lit , then that suggests a fault has developed , rather than the. £29. Talk Talk did exactly the same to me in 2017. | Read 121-140 Reviews out of 5,493Hi beckyh81 Sorry for the delay. Sky sent out an engineer and they texted to say it's fixed. Would anticipate its a network issue on fttp lines andBT Openreach not fixing my fault - daft excuses. Now I'm struggling with BT and BT Openreach and currently have an on going eight page word document with the many things hey have done wrong and could really do with your advice. So PN released me. Level 4 Clear. An engineer was booked for Monday morning. Apparently fixing it is going to be messy according to the engineer we had (New Manhole, possibly a new cable from the new Manhole to the external box on our premises) so I am curious; How long is it likely going to take Openreach to fully fix a fault like this? I can't imagine it being very pleasant bearing in mind the pavement was. Strange I post on here and 10 minutes later sky message problems fixed Well sky / openreach the problem has not been fixed. 10 This performance is particularly important across the following services provided by Openreach: a) Repairing faults – when a fault originates in Openreach’s fixed access network, retailThe fault has now been reported and an engineer visit is 8n place for next Tuesday. Speed dropped to 48Mbps. Start a broadband monitor nowFix problems with your landline or Digital Voice service or report damage to outside BT equipment. Initially I was told the fault was external and would be fixed on Christmas Eve, then I was told that the. Broadband issues: text HELP to 61998. Some can take minutes, some can take weeks. How long does it take for openreach to fix a fault outside my house I had engineer out today and they it a fault wirer We use cookies on our website. Delayed repair following a total loss of service . Next, plug in your known good phone, and your Router with the Filter. At the start of 2018 they followed that by telling Openreach to make sure their ducts were “ready for use” (i. Level 3 Report 13. Openreach has today unveiled a “major” change to the pricing of their gigabit-capable Fibre-to-the-Premises broadband products, which aims to give UK ISPs not only cheaper services but also “long-term price certainty” through a series of new commitments. If they use the Openreach structure, then if there isn't any MSO's in teh area (Major Service Outages) Openreach normally respond to the fault within 3 working days. you back about a sales enquiry. There’s no need to call. In summary, it is intended that Openreach will be required to: o complete around 80% of fault repairs within one to two working days ofDo you agree with Openreach's 4-star rating? Check out what 21,571 people have written so far, and share your own experience. An Openreach engineer visited on the 2nd day and said the fault was between the pole and the exchange. Safety First We’re here to help When to get in touch Broadband not working? Please contact the company that sends you your bill. digital. wrote: wrote: that's one of the questions I asked Openreach and they refused to answer, so thanks very much. Watch our video to find out more. Whilst a fault on dark fibre could take days to discover and repair, Openreach will guarantee an industry-leading five hour repair time on OSA Filter. Post 2 of 2. Appointments are available between 7am-6pm Monday to Saturday. Hi I have had a problem with a noisy line for some time now and to cut a long story short BT Openreach came yesterday to fix the fault. How long is it likely going to take Openreach to fully fix a fault like this? I can't imagine it being very pleasant bearing in mind the pavement was resurfaced about 8 months ago. Crime and scams. We can see high errors occuring, interference being detected and sometimes we can even see a hard fault such as a high resistance joint or similar. Message 7 of 7. They haven't done anything. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. Level 4 is the highest level of care available and means Openreach will aim to fix any line fault within a 6-hour period on each requested phone line, regardless of weekends, bank holidays or working hours. Do you agree with Openreach's 4-star rating? Check out what 20,548 people have written so far, and share your own experience. Under the new rules, BT must complete around 80% of fault repairs within one to two working days of being notified and provide an appointment for around 80% of new line installations within 12. uk. If connector has been damage you may well be charged for the repair. Regards, Karl. Off. Hi beckyh81 I can only apologize for this ongoing issue. 6Mbps, at least we could start using iPlayer and large downloads were not impossible if done overnight. Openreach’s performance is therefore critical to ensuring end customers do not receive poor quality broadband services. Hi Brady All usual tests are clear and the router is in sync at 40mb with no errors. Appointments are available between 7am-6pm Monday to Saturday. . endobj 7:43. We send out Openreach. At present, Openreach’s full fibre rollout. By contrast, chargeable faults are defined by Openreach as faults with repair costs that are recovered through a separate "cost to repair" process. . The red LOS ( loss of signal ) basically means that there is no light being received, so no optical signal , this could be either a fault , or the service has never worked, if you had previous seen the green PON light lit , then that suggests a fault has developed , rather than the. BT will run tests to try and identify the issue. If you just wanted to vent you've done it without messing up aI placed an order for FTTP back in early September. Raised ticket on Sunday and was told it was an earth fault and Openreach should resolve this by Thursday 7th. 59 next day, seven days a week, including Public and Bank Holiday. Delayed repair following loss of service: Their service has stopped working and it is not fully fixed after two full working days. My connection quality and overall speeds have been decreasing since the day I went live to the point my download is now 3mbps and upload 0. Priority fault repair. Make sure all cables are properly attached. [ link to this post] Hi, BT Openreach were doing work a couple of doors up from me. Simply use your mobile phone to send one of the following text messages to the numbers provided: Landline issues: text PHONE to 61998. 131 Views. Priority fault repair. Hi, Please can someone help. our products and services. TelephoneFaults. The fault has now been reported and an engineer visit is 8n place for next Tuesday. A few months ago I had a semi-frantic call from my wife saying our phones were dead and the cable was on the ground. PN have just passed this back to Openreach as the PN op confirmed that the line quality was very poor. That port stays with you for as long as the service is connected, regardless of the speed you pay for - unless there's a fault that actually requires a port change to fix it, or unless you cancel the service. Thanks for your post @Joebananas. . For a phone fault when an engineer completes the job, there's a 2 day retest period where we can 'reject the clear' and pass it back to Openreach for further investigation which I find normally gets another engineer out quicker than. It seems we are still waiting for Openreach to get round to doing our line some 5 and a half weeks later. 26th August. 33 for each calendar day that the service is not repaired: Missed appointments: An engineer does not turn up for a scheduled appointment, or it is cancelled with less than 24 hours’ notice. . 1 Demand - Repair 18. Keep reporting the fault, there are internal systems within Openreach to escalate faults but they need to keep being reported. . Try your Broadband out and see what your speed is. After this, we’ll compensate you £9. We still see far too many complaints from customers who are forced to pay for work that isn’t strictly. Openreach - how long to fix a fault. So if a fault is reported to us on a Tuesday, we must fix it by the end of Wednesday. I'm just asking this question out of general curiosity as it's the first time I've seen this happen to person to someone I know (Let alone myself). Openreach won’t fix our fault. So sorry its from 10th February not working not. Change your wireless channel - TalkTalk Help & Support Karl. g. Saying he will be fixing the cabling today. He said our service would be slow and in. We'll charge you if the Openreach engineer was unable to find a fault with your service or the fault was found to be related to a condition in your property or garden. It turned out that when the street had some electric company digging a year ago they'd obviously damaged the cable and then bodged a 'fix' on it. Message 3 of 13. I was hoping to get some insight into how Openreach interacts with Sky in these situations. The broadband industry is waiting impatiently to hear how the government plans to spend the £1. Turn the Openreach fibre modem's power off, then back on and wait 5 minutes for the Openreach fibre modem to attempt to reconnect. Sign in or register to get started. TalkTalk have been telling me that an OpenReach engineer is on the way but nothing happens. Well time has told already - My broadband speed is now dropping away and the crackle is back. Did the engineer arrive? Your fault ticket has not updated just yet. Reply. Openreach Repair Telephone Faults Cost Example: Updated 01/04/13. 0 Likes. Then call 999 as soon as it’s safe to do that. Follow our simple step-by-step instructions to get your problem sorted. You can't contact Openreach directly. Openreach Support Email. The reviews are not that accurate. Everything at our end is fine and he put his cable tester on the line to find there is a fault 34 meters away from our test socket. BT Retail should not be charging you yet for the service if it is not live. i checked all. Either your hub isn’t connected to the ONT or there’s a fault with the FTTP service. | Read 20,381-20,398 Reviews out of 20,398It took us minimum of 1hr on the business one for them to actually agree to fix it (the router died 6 months in). Click here to start your speed testI'm afraid you lost me with some of the acronyms there. If they cannot fix externally, they will go to the premises, ask the 3 safety questions. It's not. Openreach have identified that we need a new line put in (very possibly because. So sorry its from 10th February not wor. Message 1 of 8 Openreach not fixing my fault? What can I do? Go to solution I placed an order for FTTP back in early September. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. Registered: 15-04-2016. BT engineer has installed. The ISP did give me a refund of a month's subs over how long it was taking, even though it wasn't their fault. Thanks to everyone involved in helping me get this sorted. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. Level 1. If the fault is traced to that wiring then you are liable to receive a charge. The fibre cabinet is approx 400 metres fro. Whatever he did to that joint, he made it worsethis topic is nearly 4 years old ! If you need help please start your own topic. Find out more. NOTE: I only provide help on the forums and NOT via PM. FTTC (Fibre To The Cabinet) most likely which means the connection from theOn 4th, an Openreach engineer arrived, looked at the cable and told me it had to be replaced, but he couldn't do it as it needed to be escallated to another team with more equipment. Green. There are some simple checks you can try to fix your broadband connection issue. Let me know how itOpenreach engineer came out. What is an earth fault and how long does it take to repair? Anybody in the Kilwinning North Ayrshire area having the same problems. 6 Appended to Volume 7 of the WFTMR. My FTTP installation was due to go live 15th July but has been delayed due to an underground fault. People complain about Openreach majority of the time when in actual fact, its the service provider who has messed up. £500K+ is what openreach also charges and is therefore a reasonable amount - not openreach's fault. Repair appointment: 07701407771 Your engineer will call or text you beforehand to check you’re in, see if there’s anything they need to know about your address (like access or. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. Apparently fixing it is going to be messy according to the engineer we had (New Manhole, possibly a new cable from the new Manhole to the external box on our premises) so I am curious; How long is it likely going to take Openreach to fully fix a fault like this? I can't imagine it being very pleasant bearing in mind the pavement was. 8 r-500 that's Google's DNS. The best case scenario is that you agree on a course of action. Contractors come dig the hole, an engineer comes and remakes the joint. An engineer worked on the exchange 2 days later and cut me off. mine) with the neighbour’s line and then ran for the hills. Hold this in place for about 10 - 15 seconds, until all lights on the front of your ONT go off. Proud member of the wokerati, though I don't eat tofu. I have offered to send a photo of the broken cable. After two months ofIt is normally 3-5 working days but if a road has to be dug up then Openreach has to get permission from the local council and this is where theFor example, a 150 Mbps FTTP service will deliver an average speed of 150 Mbps wherever you are located. the people affected need to keep reporting a fault to their respective ISPs and hopefully with the constant reported problems openreach may do something about the connection. Get in touch if you'd like us to call. Now future firmware updates are also due to end. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. 59 next day, seven days a week, including Public and Bank Holiday. Of course I'd have preferred to stay, why would we firstly join you and then actually renew our contracts. . That isn't surprising: you're not theirwrote: Lol just had a text from sky saying problem has now been fixed. My FTTP installation was due to go live 15th July but has been delayed due to an underground fault. By the time July 2023 comes around you may find that you are no longer able to simply "go back to Sky," at least not on an FTTC service. Registered: 15-04-2016. No, but they have mountains of data where individual faults are located and cleared, and will direct work to repair/replace nodes/joints/ cables etc They also have pressure monitoring systems to detect possible E side cables failing . mine) with the neighbour’s line and then ran for the hills. 20th August - Sky inform me that Openreach have ran into a delay and it won't be done until 24th August 24th August - Sky confirm that Openreach have given a go-live date of 26th August which they assure will not be. This may be a wifi issue. The engineer said he's going to have. First contact your Service Provider. Each time I speak to customer services or the fibre team (0800 587 4787) I am told they are awaiting a response from Openreach and. OpenReach define fix times as the number of Engineer Visit Hours (see below; Basic and Prompt options) within which they aim to resolve the fault; there is no guarantee. I wanted to ask, do BT Openreach run any tests or advanced diagnostic tests prior to visiting my property? I don't mean prior to the appointment that day but run tests starting today through to the appointment day and if a fault is found, would they repair. The. I can now video stream. | Read 21,301-21,302 Reviews out of 21,302Hi Brady All usual tests are clear and the router is in sync at 40mb with no errors. So sorry its from 10th February not wor. Openreach have identified that we need a new line put in (very possibly because another engineer took ours for another property) yet they have done nothing to fix the fault, save send 6 engineers to tell us the same. It is likely that the Openreach Engineer will disconnect your extensions to get the line working and raise a charge. BT Openreach are responsible for the phone line up to – and including. Hi, Please can someone help. Hi smiddy1968 I've escalated your complaint over to our CEO's Office and a Complaints Manager will contact you to discuss this as soon as possible. Thanks! The telephone line can be crackly at times but we don't use it much. The reviews are not that accurate. Engineer came out. For Governmental guidance, check out PAS: 2016 Next Generation Access for new Build. Long time reader first time poster. 5. You should do a speed test and a ping test, try CMD and ping 8. 13 January 2021 at 10:41PM. Test with a known good phone and filter. There's an incentive for Openreach not to find faults. Hi . If we find a fault outside of your property, we may arrange a separate. I have no choice. It seems we are still waiting for Openreach to get round to doing our line some 5 and a half weeks later. Checked local council website they have no application for any road works Tobe carried out on the road upto 23rd March. Every few days BT calls to say they are still waiting for a response from Openreach and that will call again in a few days. How long does it take for openreach to fix a fault outside my house I had engineer out today and they it a fault wirer We use cookies on our website. i contacted talktalk but they have failed to help solve this problem. The reason BT Openreach is special is. New service: 07701407770. 20th August - Sky inform me that Openreach have ran into a delay and it won't be done until 24th August 24th AugustThese levels are defined by the response times of Openreach engineers to reported faults. An Openreach engineer visited on the 2nd day and said the fault was between the poleOpenreach had updated the fault on the system to say 'specialist engineer requested, will check progress on the 12th of April. IMG_20231001_160647. £9. OK, your post is a wee bit confusing. You can't contact Openreach directly. At present most consumer broadband packages on. In contrast, a fibre broadband service delivering up to 74 Mbps close to the street cabinet may deliver a speed of 20 Mbps or less if you are situated a significant distance from the street cabinet. . Hi all, Having moved into a new home on the 11th of September, the house had numours phone ports dotted around, I went for BT. I appreciate that PN are entirely in the hands of OR onUpdate-- Open Reach engineer was scheduled to come out today 8am-1pm but has yet to turn up. 3Mb). They located a fault out to the line and went directly to this. Delays shouldn't take months. Find out when to get in touch Report. By the time July 2023 comes around you may find that you are no longer able to simply "go back to Sky," at least not on an FTTC service. My service is called Fibre 35, it is not FTTP. . Initially I was told the fault was external and would be fixed on Christmas Eve, then I was told that the. (committed) Sun 02-Sep-12 08:48:34. The OpenReach engineer who came to complete the connection knocked on our door and talked to my wife. . All I have managed to find out is that it is an underground fault and Openreach have routed the fibre to the wrong place. Not that long ago I found a pressure fault in a 1200pr plugs expanding! They used them on lead to poly joints. bobblet35 • 15 hr. Can anyone at Plusnet confirm that Openreach have got a "job card" to repair our line and when it's likely to be done. Turn the Openreach fibre modem's power off, then back on and wait 5 minutes for the Openreach fibre modem to attempt to reconnect. How long should BT take to fix a fault? Under the new rules, BT must complete around 80% of fault repairs within one to two working days of being notified and provide an appointment for around 80% of new line installations within 12 working days. It is covered by "line rental etc" if the fault is unambiguously in the Openreach network system. Your engineer will call or text you beforehand to check you’re in, see if there’s anything they need to know about your address (like access or parking) and tell you roughly when they’ll be there (within the timeslot your broadband or phone provider gave you). Check out the options available from Openreach below: These levels are defined by the response times of Openreach engineers to reported faults. Find out who to contact if you have a problem with your phone or broadband, if you discover damaged or stolen Openreach equipment or have a safety concern. Broadband quality monitoring. Openreach are well known for not up. Level 3 Report 13. Jan. This may be a wifi issue. The same day as I posted above. Hope you're back up and running soon. Check that the thin white fibre optic cable coming into your Openreach fibre modem is inserted and not damaged. Each telephone call ends the same. Openreach had to dig up our pavement again to get at the fault. Fault response within 24 hours; £3. I've turned off optimisation for the WiFi, can you try changing the WiFi channel to see if this gives better performance. 8 r-500 that's Google's DNS. Hi,i have no talktalk conection and i can only recieve incoming calls. No one I speak to seems to have any idea what's going on and it's taking way too long to fix the fault on my li. I reported a line fault (noise on line and constipated broadband…) on 17th July and I’m still waiting for Openreach to fix the problem. Give your provider reasonable time to fix the problem. BMW crash takes out the internet at The Willows. Overall Openreach is said to have installed. Every time they come out they test the line, change the ports and still no speed. He will mark up for the maintenance dig. I, in pure frustration, asked PN to release me if the fault was not fixed - and this fault is not fixed. . Visit Charge £130 Standard. g. Hi Brady49Q1 Your fibre 35 service is in sync at 37mb and all tests are clear. BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. Checked local council website they have no application for any road works Tobe carried out on the road upto 23rd March. I approached the Opeanreach employee at the other house. It hasn't. . Threatened me with charges if it was my fault and everything. All, I didn't suggest that TalkTalk was throttling its service, just that it seemed to be throttled as far as Netflix and, as I now mention, YouTube videos as well. Proud member of the wokerati, though I don't eat tofu. Telling them you’ve had issues in the past can’t hurt. Openreach - how long to fix a fault. The fault has now been reported and an engineer visit is 8n place for next Tuesday. The engineer turned up just before 08:30am on Monday and as is usually the case with engineers, was a polite, friendly, and knowledgable chap. Follow our simple step-by-step instructions to get your problem sorted. So long story short, BT disconnected the house I moved put of, then reconnected it. 59 day after next, Monday to Friday, excluding Public and Bank Holidays. Our engineers can help you with anything from installing your services to fixing a fault. My reading of the situation is that this is an unfortunate side-effect of Ofcom taking a much closer interest in theMy wife didn't see anyone come out but at this point that doesn't matter. I had a fault on my line. Connection - AAISP Home::1 80/20. BTnet fault reporting from BT Business. But every time I call they say it will be a week later, with conflicting. 365 days a year. TelephoneFaults. Cost of Parts £--- Unknown Until Fault Fixed! Hourly Rate £104 up to and including any part of any hour. Ah I see, thanks. I have been in contact with BT numerous times to try and get this fixed. Re: 2 MONTHS and counting to fix an Openreach connection issue. Crime and scams. Edited by. DebbieThanks Gandalf for taking a personal interest and I look forward to your update on the 28th. wrote: Yes account holder. I have a fault that started in March, regular drops (from minutes to hours) and random speed, used to be 22Mbps now 4-15Mbps varies constantly.